Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am extremely disappointed with the unprofessional and misleading conduct I encountered while working with this company, specifically ******* From the start, I was asked for 50% upfront, along with a Docusign agreement (Invoice 4150) stating the job was complete BEFORE any work had even begun and that he would choose the mediator when things go wrong. This raised serious concerns about the companys transparency and business practices. Because I asked questions and could not understand his non-English speaking measurement guy, ****** stated via text that he will no longer work with me.Communication was poor throughout the entire process. My attempts to reach out were often ignored, and when I did hear back, responses were dismissive and sometimes hostile. At one point, the business owner even screamed at my husband, asking, ARE YOU GOING TO DIE? and hung up on him a completely unacceptable and unprofessional reaction.After agreeing to a refund, less a 15% restocking fee per ******, I received a check that was short by $364.40 even after the 15% restocking fee. When I nicely reached out via text to resolve the issue, the response I received was simply, "we are done. & Miss *** Do not contact any more." Despite presenting himself as a Christian businessman, my experience showed a clear lack of ************ bank would not release the funds immediately stating, "The availability of your funds is delayed... we believe there's an increased risk that the deposit may return based on confidential information that indicates the check may not be paid." This kind of behavior appears to be a pattern, taking advantage of customers who are unlikely to pursue legal action over small amounts. I expect the remaining balance of $364.40 to be refunded, but given the lack of professionalism so far, I have little confidence this will be resolved.

  Business response

  11/18/2024

  Unfortunately we can not talk with any other person, besides the customer whos name in the signed invoice  

  Customer response

  11/18/2024

   
  Complaint: 22570663
  
  I am rejecting this response because: These are the games this man plays. My husband is ****. We are married, therefore we are both filing this BBB complaint. For starters ****** didnt even get his name correct as you see on the original invoice he entered Joshs name as ****. This is ridiculous! If we need to update the complaint to reflect my husbands name, lets do it. This is exactly why we terminated our business with him. Because he plays games and refused to work with me, the homeowner. His avoidance does not correct the complaint. 
  
  Sincerely,
  
  **** & *** *******

  Business response

  11/19/2024

  Nothing else to say. at this moment. 

   

  Customer response

  11/19/2024

   
  Complaint: 22570663
  
  I am rejecting this response because:

  
  His unwillingness to take responsibility is not unexpected, given the circumstances. There is little he can assert when it is clear he is entirely at fault. I do not accept his attempt to deflect accountability, and I respectfully request that the case remain open, in line with the other four OPEN complaints. This is due to his demonstrated incompetence, and I feel it is important to protect future customers from a similar experience.   
  
  Sincerely,
  **** & ***

  Business response

  11/19/2024

  nothing else to say at this point.

  Business response

  01/08/2025

  Good afternoon. 

  Miss *** is not in our data base. We have not any invoice or contract with her. 

  Customer response

  01/09/2025

   
  Complaint: 22570663
  
  I am rejecting this response because: hes changed the name on the invoice multiple times. My husbands name isnt **** either. Its ****. He will do anything to avoid responsibility. 
  
  Sincerely,
  
  *** *******

  Business response

  01/09/2025

  Good morning

  Miss *** is not in our data base. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered countertops for 2 bathrooms and a kitchen, paid the deposit and selected our slab. Went through the process of having them come out and measure and all seemed well until we the installation. During installation the installers had no paperwork to double check against to make sure the appropriate materials were at the correct location, or for installers or customers to sign off on. Say all that to get to the point that the kitchen and one bath were installed with correct material. The master bath vanity was a different stone altogether. When I asked the installer about the the countertop being the same he said "No" that they were different. I asked him why he installed it and he responded with "I dont know, maybe the paperwork changed." I replied that all countertops should be the same. This was 7/20/2023 and I make the installers remove incorrect countertop. Installer proceeds to call Thiago to explain the situation and then hands me the phone. Thiago tells me he will check on some paperwork at the office and contact me after 9am the next morning 7/21/2023. 3 pm of 7/21 rolls around and nothing from Thiago. I call the office and no one answers the phone. I go to the office and his son is the only one there and rather rude. Calls his father but I dont speak with Thiago and only get a verbal from his son that next Thursday I can get the rest installed. No written conformation, no trustworthy verbal conformation. Beware that these people will add bogus charges, present bogus pricing and over measure by adding a couple additional extra sqft to the invoice. But they want you to believe that they are good Christian people by placing (John3:16) on everything. BUYER BEWARE!

  Business response

  07/24/2023

  We did fabricate one vanity using a wrong color, doing installation on July 20, 2023. It is a mistake that and was going to be corrected, and the new schedule for the vanity to be install is on July 27, 2023.

  Unfortunately, the customer did dispute the payment for the entire job which does includes 02 Vanities and 01 Kitchen. I would like to remind that 01 vanity and the entire kitchen is installed.

  Unfortunately, one mistake that can be fixed and it is scheduled for, bring more issues. - customer also bleach the contract doing it.

  We will dispute the charged and place a mechanical lien in the customer's property for the job that are completed and not paid.

   

   

   

   

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Another fabrication by Mr. G*****, Volusia Granite and Marble has the $1800.00 deposit that wasn't disputed. I did dispute the final payment in its entirety because I can't dispute a partial payment. I offered Mr. G***** to issue another invoice or finish the job with the correct material and Mr. G***** chose to do neither, instead Mr. G***** decided to let it play out with the credit card company.

  Any efforts to place a lien on properties without justification is unlawful and unethical.
  
  Sincerely,
  
  ****** ********

  Business response

  08/02/2023

  Customer open a dispute with credit company. We are waiting for the credit company decision on this matter.  (We have a lot of materials already installed in this job.... we need to get pay for what is completed.)

  We will wait a credit card company update on the dispute first. than to proceed with any further conversation.

   

  Sincerely

   

  Thiago G*****

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 2021 not sure of the date right now. Around 4,000.00 I have copies of the checks but am currently not near home. Ordered a countertop for my final home wanting it to be perfect. What they put in might have been what I picked out, it should have never left the fabrication shop. At this point I would like all my money back. The owner sent people to fix my top they told me it couldn't be fixed the way I ordered they could flatten the edges. And the sink could not be fixed at all, I cut my hand when I clean the sink. Going back into there shop the owner told me that I was not telling the truth and that his guys wanted to fix my top. They came and told us it couldn't be fixed the way I wanted. What about the way I ordered it. I could have flat edges and the sink just couldn't be fixed. They his guys gave me several stones to go look at I did and took my pictures along asking these other places what might have happened to make this happen. I never said where I got my top from they said maybe a dull blade.

  Business response

  11/14/2022

  Business Response /* (1000, 6, 2022/10/19) */ Good afternoon We couldn't find in our database any customer name ************** Sincerely

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reserved a slab with $2700 deposit on march 26, 2022. We cancelled the template appointment and requested a refund. The vendor refused and noted they have a no refund policy. We returned to the business in April to find our slab had been sold. The owner told me he had sold the slab since I had cancelled the order. I asked for a refund. He offered $2500 which I refused telling him I wanted the full amount back. He refused. I told him I did not want to do business with him as I am now in a hostage situation with no slab and he can charge me whatever he wants I didn't see any other slab that I liked yet he refused to refund my deposit. There are multiple court cases against this vendor and I would rather not become involved in a transaction with them. I would just like to have my deposit back and chose another vendor. We have been over 2 months without countertops and it is causing us major inconvenience in our home.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/06) */ Good afternoon We have a contract agreement signed by the customer. All Sales are final and no deposited is not refundable. Customer bleach the contract. Customer dispute the deposit. We still have the slab. As a good bussines, We offer to settle it with the customer, unfortunately he customer denied.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 11 :Husband and I choose 2 different colors remanent granite , which were measured and labeled by owner Thiago G*****, provided vanity measurements to mr G***** by pulling up website with specs and showing it to him. February 12th, went back to pay granite, accompanied Thiago when he measured again and labeled 2 different pieces. March 29th, granite countertops couldn't be installed. Installers forgot bit to drill holes, and the other bigger one was not secure enough to hold granite. Agreed to reschedule for both. After they left I noticed the bigger granite was not color i choose. March 30th contacted Volusia Granite about the wrong color, they denied we choose 2 different colors and told us to show proof. After calling and visiting VG&M we decided to accept the color on april 7th. April 11th: countertop is not just wrong color, but also wrong size. Contacted VG&M, Thiago denied and claimed i provided the measurements. However, the measurements were those of the vanities that i showed him on my phone on February 11th. Offered to drive to location and pick up extra piece so we could make it work. said they didn't have it. Tried to reason with Mr. Thiago on the phone, he ultimately claimed that he records conversations with customers and has the transcripts to proof that we were wrong. We asked him to provide us with those transcripts. April 12th texted Thiago G***** to find a solution. We have two unfinished vanities, I was willing to go with the color that I did not choose no matter how much Mr. G***** denies otherwise, I'm willing to add an extra piece to the side that's against the wall. Not possible according to Thiago and still denying that we choose 2 different colors and that we provided him the measurements of the vanities and not as he claims the measurements of the countertop. As of today, April 12th we have not received the receipt for the payment we made on the 11th, nor the transcripts of those recorded conversations. .

  Business response

  05/17/2022

  Business Response /* (1000, 6, 2022/04/26) */ Good afternoon Customer provided us the measurements before fabrication. (design is signed by customer) On March 23 2022, customer call to change measurements again. On March 29 2022, we delivered both vanities top. Unfortunately one of them could not be installed because the cabinet was not secure. On April 11 2022, after the cabinet has been fixed, we returned to finish it, top was 1/4" short, (customer provided the measurements), we waited for about 1hr for the customer's decision. Sincerely Consumer Response /* (3000, 8, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see some facts are conveniently left out. As stated previously in the complaint Measurements were the uninstalled cabinets provided to the businessowner. Pulled up in front of him, provided him my phone so he could copy the measurements and adjust them. He adjusted the width, kept the length the same without the overhang. Adjusted measurements: small CT was adjusted upon my request , explained fully with pictures to mr Thiago and in the complaint. Large CT, not adjusted since cabinet was still the same. March 29th , both tops delivered. Large CT ( wrong color, wrong measurements) could not be installed because the cabinet was not secured. The small one was good to be installed. However, the installers said they couldn't install because the didn't bring a bit to drill the hole for the vessel sink. So no, none of them was installed on the 29th. March 30th, called about wrong color, they were going look into it April 6th , went to the shop because things were not moving April 7th, called again, owner denies we choose two colors, after back and forth arguing I decide to let it go and go with the countertop. . April 11th , They did not wait an hour. They installed the small countertop, notified me that the Large countertop was to short, we looked for several solutions. They called the shop; they called their boss to see if there was an extra piece left. I offered to drive to the shop to get it. He was not willing to think about a solution at all. After it became clear that Mr. Thiago was uncooperative, I told the guys I cannot install a countertop that was more than an 1 inch short, not 1/4 as mr Thiago claims. The installers advised not to install it as it was not the right size and told me try to solve it with the owner. I told them not to install it and they left. I attempted the next day to get it solved with the owner, he was still uncooperative. We have now a bathroom vanity that is not finished. Till this day I did not receive the receipt for the extra charge, nor did I receive the transcripts of the conversations he records. Business Response /* (4000, 10, 2022/05/05) */ Good afternoon, As we mentioned prior, customer provided the measurements for fabrication. customer bought remnants pieces, (remnants pieces, they are small and we do not have any left over). Unfortunately, we did not have any other piece (same remnants) to help the customer for an additional side backsplash, to help the situation. Sincerely Consumer Response /* (4200, 12, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated numerous times, facts are being ommited by business owner and/or altered: according to business owner piece is "only 1/4" short, while his own installers pointed out that it's 1.5" short, which is also clearly visible in the pictures. Furthermore, no explanation about the extra charge of $100. No receipt, no transcripts of conversations that were mentioned to supposedly proof that all the errors and mistakes are to blame on me, the customer. Lastly, the provided measurements were the uninstalled cabinets. I am not a granite installer,I don't know how much overhang to add, but somehow the depth is adjusted, but not the width. Hence providing the businessowner the measurements of the cabinets. The depth was adjusted by the businessowner to provide the overhang, He not only failed to adjust the width, he divered the wrong piece. Bottomline he basically is applying the same deny, deny, deny strategy.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩